BY KEN GARCIA
Strong relationships are a valued currency in the construction industry – both between company/clients and company/employees. Achieving these strong and healthy relationships requires a high level of emotional intelligence (EI).
In her presentation, “Emotional Intelligence: Your Business Development Superpower!,” host Lisa Frisbie, Vice President of Member Services for AGC Massachusetts, said EI is the ability to recognize, under- stand and manage emotions in our- selves and others.
“You have to know how to acknowledge and value feelings in yourself and in others, and how to respond to them appropriately,” she said.
EI, also known as emotional quotient, started gaining popularity in the 1980s and took about a decade to be accepted by the medical community. While there is no credible test to measure EI, Frisbie said employers and buyers believe it is more important than IQ.
“Research shows EI can get you further in life than traditional IQ. Employers highly value it,” she said. “Those individuals with higher EI have more job success and fewer counter-productive work behaviors. Higher EI employees have stronger engagement in their work than those who do not.”
For decades, employees were told to leave their emotions at home. Today, discussing emotions is encouraged with an emphasis on mental and physical health. EI helps employees better understand their co-workers’ emotions and can help identify when someone is in emotional or mental distress.
“Increasing EI skills improves quality of life both mentally and physically,” Frisbie said. “It helps reduce stress, improves relationships and provides a more productive workplace.”
Having a healthy and productive work- force with high EI will inevitably help companies when seeking business from potential clients.
“Emotional buyers will award to the bidder who makes them more comfort- able and who will look out for their best interest,” Frisbie said. “Authenticity is key. Buyers will respond.”
If a company and its employees are not authentic, the client will not have trust. Emotions properly managed can increase this along with loyalty and commitment. EI can be the difference maker in how the interaction will play out.
This is especially important as companies across the country vie for more than $550 billion dollars in U.S.-funded infrastructure projects over the next five years. Generating those relationships and improving employee satisfaction starts now. Being a service-oriented industry designed to meet the needs of the customer, construction has the opportunity to take the lead in developing EI strategies to boost business development.
If you’ve done your homework, you know what kind of pain point your audience faces every day. You also understand what type of solution would appeal to both their intellect and their emotions, Frisbie said.
“In the buying process, emotions matter more than logic and reason. Sixty- eight percent of buyers who see a value will pay a higher price,” Frisbie said, citing statistics from Corporate Executive Board, which is now Gartner. “Clients are looking for trust, open communication and reliability.”
Frisbie recalls an example from when she was a teen working in her family’s restaurant.
“I recognized very quickly it’s important to immediately identify tone and body behaviors when I approached the people I was waiting on,” she said. “It was a great education for me at an early age to quickly understand the importance of connecting emotionally with people to get a very positive response.”
EI can be broken down into four cornerstones using the Goleman’s Emotional Intelligence Model – Self-Awareness, Social Awareness, Self-Management and Relationship Building.
Self-Awareness
Self-awareness is being aware of one’s emotions, an understanding of one’s own strengths and limitations and confidence in one’s own self-worth.
Self-Management
Self-management is the ability to have self-control. In addition, it is also the ability to be transparent, adapt to changing conditions and having motivation for excellence and initiative.
Social Awareness
Social awareness is having empathy and understanding the feelings of others. This also includes organizational aware- ness and recognizing customer needs.
Relationship Building
Relationship building consists of visionary leadership, development, and influencing others to grow and be a catalyst for change. Other aspects of relationship building include conflict management, building and maintaining bonds, and collaboration.
Developing Skills
Like any skill, developing EI requires work and practice.
Frisbie said it is a good idea for people to “read the room” during presentations to potential clients. Doing this shows respect and an openness to other opinions. The presenter should be open to feedback and also respect the view points from all areas when receiving that feedback.
With many meetings now held virtu- ally, developing a client connection can be more difficult. Frisbie recommends asking clients and others in attendance to turn on their cameras to increase engagement and help a presenter get a better idea of how the audience is receiving this information.
Communication is also key. Good communication can evoke emotions, and companies should strive to make this happen as much as possible. Frisbie recommends utilizing company values to empower the workforce.